Genesys Cloud - Main

Hi Community,

We're (Star Telecom) are actively developing and demoing solutions using AI Guides for voice flows, and we're very excited about the potential of this feature.

Our Experience:

In our testing and recent client demos, we are consistently observing significant delays, often in the range of 3-5 seconds. This latency creates a noticeable pause that negatively impacts the conversational experience, making it feel disjointed and unnatural. As you can imagine, this has led to some challenging feedback from clients during live demos. Attached the LIVE demo by my colleague Ryan.

Questions for the Community & Genesys:

1. For other users: Are you experiencing similar latency with AI Guides in your voice flows? If so, what kind of response times are you seeing?

2. Best Practices: Has anyone found specific design patterns that help minimize this latency?

3. For Genesys (@GenesysProductTeam): Could you provide any insight into the expected performance benchmarks for AI Guides? Is the latency we're observing within the expected range, or does it suggest a potential configuration issue on our end or a wider performance concern?

Thanks in advance for any shared experiences or adviPostce!

#ConversationalAI(Bots,AgentAssist,etc.)

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Edgard Cuadra
Solution Consultant
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Hello Edgard, 

3-5 seconds seems like a bit to long of a delay. Have you considered trying shorter, more focused AI guide prompts?

I would also recommend opening a case with customer support and provide all logging around the delay as they would be able to dig into the issue and see what might be causing it, and escalating to the proper channels if necessary. I recommend this as I have stated 3-5 seconds seems a bit to long. 

Cheers,  

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Cameron
Online Community Manager/Moderator
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Also curious to see what initial learnings people have had here around prompt and instruction syntax, and how many additional guardrails people have had to add in manually.  Anybody have issues with it not seeming to behave consistently the same?

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Vaun McCarthy
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